Configuring Closure Codes For Administrator_SR

Owned by Enterprise IT
Apr 23, 2024

Service Management Help

Service Request Management

The Closure Code is the status code used by the Analysts while closing a Service Request (SR). You need to add these Closure Codes based on the organizational needs. The Closure Codes defined by you are available to the Analysts while closing SRs.  You can add and modify Closure Codes for a Tenant.

To configure Closure Codes:

  1. Select Request > Configuration > Service Request Masters > Closure Code.
  2. On the CLOSURE CODE page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in a name for the new Closure Code in the Closure Code Name text box. If you select the Active check box, the Closure Code becomes an available option in the Closure Codes list on the other pages of the application. If you are configuring Closure Codes for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management).
  4. Click SUBMIT. A new Closure Code is configured.

    CLOSURE CODE page
    Figure: CLOSURE CODE page

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CLOSURE CODE page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Closure Codes configured for the selected Tenant.


Figure: CLOSURE CODE page: List of Closure Codes 

Closure Code ID column in the LIST table displays the ID associated with every configuration.

  • To edit a Closure Code, click the Closure Code. Make appropriate changes and click SUBMIT.
  • To display the inactive Closure Codes, click the Include Inactive check box.

Note:

When the Closure Codes are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new Closure Code.
  • Click IMPORT to update or create multiple Checklists, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the CLOSURE CODE page. For more information see Importing Master Template in SummitAI Platform.